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Title: Technical Support Specialist (Boiler Systems)

Location: Location Flexible


This position will provide technical support in the service of troubleshooting, installation, repair and application of all Rinnai product with particular emphasis on Boiler system; Ensuring the identification, documentation and resolution of quality/performance issues; In the repair and/or failure analysis of product returned to Rinnai.




  • Provide telephone support to answer inquires on service, installation and troubleshooting procedures for all Rinnai products, with particular emphasis on Boiler systems.
  • Responsible for following through with repairs, rework, rebuilding and/or maintenance on all products returned to Rinnai. To include documenting results of failure analysis on product. 
  • Liaise with Sales, Marketing, Engineering and Service staff to maintain an understanding of product features/specifications and quality controls standards.
  • Liaise with Field Sales/Service organizations and Engineering in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions.
  • Ensure records of all work orders, quality control reports, failure analysis, RGA’s, credits, returns, shipping request, etc. are completed with details related to work and/or services performed.
  • Rotating shift schedule (8am-4:30pm, 8:30am-5pm, 9:30am-6pm, 10:30am-7pm and 11:30am-8pm)
  • Maintain company provided tools, equipment and property.
  • Embrace and support growing business demands in a changing environment


  • Other duties and responsibilities as required
  • Awareness and compliance of Company Policies and Procedures


  • Technical Associate’s degree in plumbing or electrical engineering or experience in a related field of study such as boiler and/or hydronics systems.
  • Relevant licensure preferred
  • Minimum of 8 years of boiler/controls/hydronics troubleshooting/installation/repair and applications experience.
  • Effective communication skills, both written and verbal with the ability to present in front of groups.
  • Knowledge and use of Word, Excel and PowerPoint.
  • High degree of technical analysis.
  • Ability to work with various levels of people / customers / teams.
  • Customer / Quality discipline.
  • Professional approach; confidence in dealing with people
  • Commitment to achieving business goals
  • Strong technical / customer service orientation
  • High levels of personal integrity, honesty
  • Team player able to operate with a great deal of independence